Manager ServiceNow Business Analyst

What success looks like in this role:

We are seeking a highly skilled and experienced Manager of ServiceNow Business Analyst to lead and oversee a team of 8 -10 Business Analysts. The ideal candidate will possess strong leadership capabilities, exceptional analytical skills, and the ability to effectively collaborate with cross-functional teams. This role involves managing the team while also actively participating in business analyst activities to ensure the successful delivery of projects and solutions.

Team Leadership & Management

• Provide direction, mentorship, and support to a team of business analysts, fostering a collaborative and high-performance work environment.
• Plan and allocate resources for short-term and long-term projects, ensuring optimal use of team capabilities.
• Conduct regular performance evaluations, set goals, and provide feedback to team members to drive continuous improvement.
• Lead the recruitment and onboarding process for new business analysts, ensuring a strong and talented team.

Business Analysis & Solution Design

• Lead joint application design (JAD) sessions with stakeholders to gather and validate business requirements.
• Translate complex business needs into functional and technical requirements for implementations and enhancements.
• Organize requirements into functional categories, perform gap analyses, and develop practical, scalable solutions.
• Analyze business processes to identify inefficiencies and recommend improvements using appropriate modules and tools.
• Work closely with QA to develop test scenarios and ensure test coverage aligns with business objectives.
• Create and maintain process documentation, system documentation, user stories, acceptance criteria, and implementation plans.
• Manage the full lifecycle of requirements from elicitation through approval, ensuring traceability and validation.

Client & Stakeholder Engagement

• Represent both client and consulting teams in cross-functional initiatives.
• Work directly with clients to clarify system capabilities, address procedural issues, and deliver functional optimizations.
• Provide expert insights on relevant modules and advise clients on potential enhancements and roadmap alignment.
• Present deliverables to stakeholders, ensuring alignment with strategic objectives.

Documentation & Technical Writing

• Organize, write, edit, and publish detailed and user-centric documentation for features and functionality.
• Partner with engineering, product management, and technical teams to develop deep knowledge of solutions and produce accurate documentation.
• Coordinate and lead documentation initiatives, defining scope, timelines, and assigning tasks to team members.
• Establish consistency in terminology and formatting across systems and documentation sets.
• Proactively identify documentation gaps that impact user experience and suggest improvements.

Project & Technical Oversight

• Lead large and complex projects and collaborate across multidisciplinary teams.
• Participate in business development efforts including proposal development, presentations, and solutioning.
• Evaluate new software products for applicability to business needs and provide recommendations.
• Serve as a mentor or escalation point for less experienced analysts and cross-functional partners.
• Participate in system maintenance and continuous improvement, focusing on usability and system value.

#LI-SN1

You will be successful in this role if you have:

• BA/BS degree with relevant experience OR equivalent combination of education and 10+ years of total experience.
• 2+ years leadership/Manager experience.
• 5+ years of experience as a Business Analyst, with at least 3 years focused on relevant implementations and support.
• Strong knowledge of multiple relevant modules (e.g., ITSM, HRSD, ITOM, CSM, GRC, or others).
• Experience with Agile methodologies and tools (e.g., Jira, relevant Agile tools).
• Proven experience in documenting business processes, workflows, and systems.
• Excellent analytical and problem-solving skills with an ability to think strategically and deliver creative solutions.
• Exceptional communication and presentation skills.
• Experience working in client-facing roles and understanding of consulting delivery models.
• Strong organizational and leadership skills with the ability to work independently.